Improving language access in pharmacy at a comprehensive cancer center.

176 Background: Dana-Farber Cancer Institute (DFCI) conducted quantitative analyses of patient satisfaction survey data, stratified by patient demographics, to understand where gaps in experience exist. Results demonstrated differences among certain demographic groups, directing us to explore patient experiences qualitatively. DFCI conducted focus groups with diverse patient groups to identify improvement opportunities. Twelve virtual focus groups were conducted with adult cancer patients with Limited English Proficiency (LEP) and/or from historically marginalized populations (n=34). One additional focus group was conducted with DFCI patient-facing staff (n=15). Focus group participants identified the need for providing timely and informative ways to telephonically communicate with pharmacy staff in their preferred language. Patients with LEP indicated they felt less valued/heard due to the language barrier and were subject to longer call wait times because they needed an interpreter to speak with pharmacy staff. Methods: A multidisciplinary team was assembled to assess the current state of telephonic pharmacy language access and to redesign the workflows of the pharmacy phone lines. By June 2024, DFCI aims to increase the number of languages in which patients can engage with pharmacy services from 1 to 5 by expanding telephone workflows to include multi-lingual prompts and automatic connection to an interpreter. Process metrics include rate of patients communicating telephonically with DFCI pharmacies in their preferred language and average time for a non-English speaking patient to connect with an interpreter. To assess patient experience, DFCI is administering a satisfaction survey (both pre- and post-go-live of the phone line redesign) to patients with LEP who have used the pharmacy phone lines. This will assess whether the change has resulted in improvement. Results: Post go-live (June 2024) results will include the process and patient experience metrics described above. Conclusions: DFCI is among the first in the country to analyze its patient satisfaction data by demographic characteristics; to convene focus groups (informed by patient satisfaction demographic analysis) with historically marginalized and/or LEP populations; and to carry out an improvement effort (leveraging quantitative and qualitative data) to redesign pharmacy phone lines to be more inclusive. The pharmacy phone line redesign is critical to providing an equitable and satisfying experience for our patients with LEP.